Position Summary
The successful applicant will manage pre/post sales product support for Air Conditioning Products – RAC & System ACRole and Responsibilities
- Contribute to successful product launch in the market – B2C & B2B
- Liaise with Internal Sales team to understand product requirements, installation & propose technical solutions
- Monitor/Reporting any early product quality warning and communicate with R&D to give customer solutions
- Provide training and share “know how” to service partners by creating relevant content
- Maintain positive KPIs and analyze/report abnormalities
- Add value to customer’s experience through driving internal improvements in contact center, digital channels
- Initiate Care Packs (Maintenance Packs, Extended Warranty) sales in customer channels
- Detect/Mitigate business risk activity and report periodically
Product Launch
- Perform product/service launch plan by timeline (Contents, Parts, tools, training etc.)
- Monitor/Report any potential product quality issue with systematic risk sensing and reporting
- Analyze defect symptom & provide necessary solutions to customers on timely manner
- Develop process or JIGs to provide prompt technical solution
Technical Operation
- Ensure healthy technical operation for RAC & System AC products
- Create/distribute help contents to strengthen self-service for end users and advanced repair skills for Samsung engineers
- Prepare product training manuals & Conduct On site/ Online training as per annual training calendar
- Analyze and solve repetitive repairs and multiple defects resulted from service failure
- Reduce service costs by analyzing No Part Used cases and develop an improvement measure by finding the reason
Skills and Qualifications
- Bachelor degree in Mechanical/ Air Conditioning Engineering
- Arabic speaking is required
- Must have 4 - 6 years of experience in Product Support/ Customer Service with a reputed Company in Air Conditioning field.
- Currently working in the UAE and has existing GCC work experience
- Excellent communications skills and the ability to work with multiple stakeholders
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